Team Lead Product Support (L2)

As a Team Lead Product Support at EquiLend, you will play a vital role in maintaining operational excellence by managing a team of skilled engineers. If you are someone who is passionate about problem-solving, mentoring others, and providing top-notch support services, this position is tailored for you. Your responsibilities in this role will include: - Leading and managing a high-performing Product Support team, fostering a culture of accountability, collaboration, and continuous improvement. - Providing hands-on support for complex production issues, troubleshooting, and resolving incidents efficiently. - Overseeing and enhancing automation of business checks and monitoring tools in collaboration with DevOps and engineering teams. - Partnering with global stakeholders and senior management to align support operations with product and business strategies. - Developing and maintaining technical tools, including SQL scripts, to support issue resolution and system stability. - Acting as a point of escalation for critical incidents, ensuring effective communication with clients and internal teams. - Coaching and mentoring team members, supporting career development and knowledge sharing. - Promoting high standards in incident management, root cause analysis, and service improvement initiatives. - Supporting Agile best practices within the team, championing process refinement and efficiency. - Collaborating with other teams like development, DevOps, and business analysis for bug prioritization, deployments, and new implementation understanding. Qualifications required for this role include: - Strong leadership experience in managing and growing technical teams. - Advanced knowledge of SQL and Unix with hands-on experience in resolving complex technical issues. - Solid understanding of scripting and automation using Python. - Experience supporting distributed systems including microservices, MQ, and Kafka. - Effective communication skills with technical teams, business stakeholders, and global clients. - Good judgement in incident management and prioritization under pressure. - Experience with Agile methodologies and continuous process improvement. - Mentoring capabilities, fostering knowledge sharing and team development. - Willingness to work on a shift rota basis outside of US EST working hours. - Good to have: Basic understanding of Java and SQL. If you are seeking a challenging leadership role in a global fintech company that values diversity and innovation, EquiLend provides a conducive environment. Enjoy the benefits of hybrid working, generous vacation days, comprehensive health insurance, and more. Join us in fostering an inclusive and diverse workplace where everyone is respected and valued.,